Manchester Piccadilly platforms 13 and 14:

passenger experience and information

March 2019
What is in this report?

Background and context

Key questions to answer

Experience of platforms • What is the experience

13 & 14 on the platforms and
how could this be
improved?
Information and reaction • What are reactions to
to the new screens the information
screens in the waiting
lounge?
Summary and
conclusions

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Background and objectives
Platforms 13 and 14 are
very busy and can get
congested
Platforms 13 and 14 are
the busiest in the station.
They serve trains going to
many different
destinations, including
Manchester Airport,
Leeds, Newcastle,
Liverpool and Scotland.
Due to the volume of
departures the platforms
get very busy, particularly
at peak times. The
situation is exacerbated
when there are
unexpected delays or
cancellations.
A new information Research to understand
system is in place in passengers’ experience
the waiting area for and reactions to this
these platforms new information system
Platforms 13 and 14 are Transport Focus
located slightly away from commissioned research
the main concourse with to understand
primary access either passengers’ experience
through interchange or use on the platforms and in
of a travellator.
the waiting area/lounge,
The platforms are more including their reactions
open to the elements than to the new information
system.
in other parts of the station.
There is a waiting area
which directly serves these
platforms and a new
information system has
been put in place in this
area, alongside existing
information.
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How the research was conducted
Researcher visited platforms 13 and 14 for 2 days (15 and 16 January
2019) and conducted observations and intercept interviews

Observations of passengers and staff in the waiting area and on platforms.

Informal, short intercept interviews amongst passengers. Passengers were at

different stages of the journey process, and ranged from someone newly arrived to
the waiting area, to someone about to board a departing service.

Interviews were conducted in the waiting lounge that serves platforms 13

and 14 as well as on platforms and amongst passengers traversing
between those areas.

15 January 2019 – 12pm to 5pm Weather – cold and wet

16 January 2019 – 8.30am to 1.30pm Level of disruption/delays – not very
significant.

Some subsequent desk research.

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Broad range of opinions included
Researcher talked to a range of passengers …

First time user of Younger people Short distance Method of arrival

platform 13/14
• Platform interchange at
13/14

through to
through to • Changing trains from
through to

elsewhere at Piccadilly
• Using other transport to
Piccadilly
• Starting journey at
Commuters/ Older people Longer journeys Piccadilly.
Regular users of
platforms

Other Passengers Using Leisure and Passengers Mix of gender,

passenger with service to business with socio-economic
types: luggage airport journeys disabilities grades, ethnicities

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Platforms 13 and 14 are different
Apart from the rest of Manchester Piccadilly station, they are open to the
elements, have fewer amenities and are often very busy

Boarding on
platform 13 and 14
is not inside the
main station

Access is via a travellator and

takes 1-2 minutes to reach

There is a separate ‘lounge’ area

at the top of the travellator most
passengers will pass through to
reach the platforms

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Passengers have raised concerns
Comments in Transport Focus’s National Rail Passenger Survey highlight
platforms 13 and 14 and concerns about the information available.
“Inadequate information about platform
“Platform 14 is shabby - really could
layout - what/where is 14 A and 14 B -
do with an upgrade.”
much confusion amongst irregular
travellers. Inadequate and ill-informed
staff. Too many train companies, not one
person with overall knowledge. How do
you know who to ask?” “Should be more platform information
near platforms 13-14.”
“There was no screen with train arrival
info on platform 13a, did not see any
staff to ask.”

“Platform 14 at MAN is primitive. I “Unfortunately the train I boarded was

understand totally from an
infrastructure standpoint because it's
on a bypass line on a bridge, etc., It
gets too overcrowded and is
windswept. The rest of the station is
ok. Platforms13/14 have not changed
in 40 years. GRIM.”
delayed and I have always felt that
their is not enough information
provided at platform 13 & 14. There
was probably an alternative train from
a different platform but I would not be
able to find this out without walking...”

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Experiences can be less positive
Stories and tweets talk about issues with trains from this platform and a lack
of comfort or amenities compared to the rest of the station as well as access
being more difficult.
“I beg Manchester Piccadilly stop
making me trek to Platforms 13/14 to
catch my train.”

“Is there anything worse than your train

coming into Manchester Piccadilly on
platform 13/14? I think not.”

“Nothing makes my heart sink more

than getting to Manchester Piccadilly
and finding my train leaves from
Platform 13. I’d rather crawl to my
destination over broken glass.”

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Changes have been made
Changes were made on the platforms to try to ease congestion and a new
information system has been installed in the waiting lounge above the platforms.
On the platform In the lounge

Both on platforms 13
and 14 red lines
indicate where
passengers should
wait when there is no
train at the platform. New information screens which provide
Staff enforce this. information on when to go down to the platform to
Yellow box at the wait for trains. These have changed since they
bottom of the were first launched…
stairs to reduce
congestion on
platform 14.
Removal of Previous version of screens
seating/waiting
area to make
more space.

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Experience of platforms 13 and 14

March 2019

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Experience of platforms 13/14
Consensus that they are not particularly pleasant, although this is not always
mentioned spontaneously. Issues identified of:
Overcrowding/
busy
Even at non-peak times
there can be a lot of people
on platforms. ‘You need
elbows out to fight your way
on’
At peak times and if there
are cancellations
passengers describe as
‘chaos’.
Timing arrival on the
platform is considered
carefully by regular
passengers but with
different strategies.
Lack of seating
Waiting room has been
removed from platform 14,
and passengers noticed
this. Whilst they would
prefer seating they think it
was probably taken away
for good reason.
It does make platforms
less comfortable. Less
frequent passengers also
note the lack of seating.
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Generally not
Cold/ exposed
pleasant
Its difficult for respondents to
Platforms are not in the articulate but observations
main station and are suggest that unlike the main
exposed to the elements station with its architecture
at the sides. to enjoy these platforms are
quite bleak and the red lines
Passengers say they are and continual
cold and damp. announcements (and staff
‘shouting’ instructions on
“Open, exposed, cold, platform 14) do not add to
wet.”
this experience.
“Its not my favourite
platform.” It is quite dark in the
evening.
And what should change?
Passengers would like platforms 13 and 14 to be more comfortable but are not
sure that’s possible.
Over-arching issue is that
they are busy
Regular users have noticed changes that have been
made, such as the red lines and the enforcement of
these by staff. They have seen arguments and
altercations as a result, but they generally welcome
anything which makes them feel safer.
Need for seating
Although much has been removed, there is seating at
13/14b. Some people just prefer to wait outside, could
more seating be added while managing congestion?
Need for shelter
Could passengers on the platforms be better sheltered
from the elements? Many interchange here, could
signposting or announcements on arrival tell people
there is a waiting area upstairs – not all were aware.
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Generally not pleasant and ‘spartan’
All the yellow boxes, red lines, and constant
announcements make the platforms have a slightly edgy
feel compared to ‘usual’ station platform. There isn’t
anything in the way of ‘extras’, even bins, or
advertisements.
Respondents felt it had a different feel to the rest of the
station, and more like a smaller station.
The main comment, as well as the lack of seating was that
it was ‘cold’ - as would be expected at the time of year.
Passengers tended to understand why the waiting room
had been removed but lamented this.
Their main priority was always boarding their train safely.
Improvements were difficult to contemplate as they saw
the physical space (being outside) and the high volume of
traffic on the platform to be barriers to the most obvious
improvements needed.
Waiting lounge above platforms
Warmer than down on the platform itself and has seating but area is more
‘acceptable’ than ‘very good’ for passengers.

The lounge is…

Better than the
But not great
platform
• Warmer • Not enough of a point of
• Somewhere to buy a difference for some to
drink waiting on the platform itself
• Somewhere to sit down • Can still be cold ‘not really a
• Often less crowded than lounge’.
the platforms.
“The lounge could be
warmer, but at least its dry!”

“I expected more up here!”

Lounge area is here.

The waiting lounge might be missed entirely (and therefore also the
information screens) by those interchanging at the platforms or entering the
area by the back of the station, i.e. not via the travellator.

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Staff are both high and low profile
Lots of staff on the platform, contrasting with almost no one in the lounge
On the platform
• Staff wearing Northern and TransPennine uniforms
• Staff wearing yellow vests
• Often asked questions by passengers and
observed to he helpful and polite
• Respondents are broadly positive about them,
sensing they are doing the best they can, but are
not hugely enthusiastic
• A couple had noted occasions where they felt that
information could be better shared/ they could be
more helpful, when there are issues with services,
e.g. questions deflected to other members of staff
(‘its not Northern you’ll need to ask someone from
TransPennine’).
• Passengers often check with staff that they are
getting on the right train – based on past
experience/ seeing people having got on the
incorrect service
• There are fewer staff on the platform which serves
the airport.
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In the lounge
• No staff spotted directly in lounge area
• One member of staff sometimes sits in the
corridor leading to the platforms, so not in the
lounge area directly
• Few passengers approach (and this may
be because there are few questions
arising, as everyone spoken to felt they
were clear on their arrangements).
• Those that do engage seem to appear to
be tourists/ travelling with luggage and
therefore it is likely they are taking
services to/ from the airport.
• One commuter observed passengers tended to
ask each other in the lounge in lieu of any staff
presence.
Do passengers wait in the lounge?
Are all these people going to get on
Some do and some don’t
Overcrowding/ busy – a
reason to go to the platform
Fear of missing the train because of being unable to
get on means passengers may choose to wait on
platform / go straight to platform rather than passing
some of the time in the lounge.
As well as congestion on the platform itself it can be
to do with getting to the platform through the sea of
people who are disembarking from services.
There is a sense you need to stand and get your
‘position’ in order to be able to board / get a seat.
Passengers look at people walking past them in the
lounge and wonder if they too are going to board
‘their’ train.
Overcrowding/ busy – a
reason to wait in the lounge
Some do not feel safe and just want to avoid being
there.
I’ve just texted my husband to say about this new
system [screens], I like it, it makes me feel safer, I hope
its safe on the platform
my train?
Wait in the lounge because
platform is not comfortable
Cold, rainy, blowy Its seedy, dingy and
dismal
Some of those who are aware of what the platforms are
like in terms of amenities and comfort prefer to stay
upstairs in the waiting lounge for as long as possible
before they go down to the platform.
Often, they work the time out themselves – they think
that the information screens allow too much time.
Its telling me to go, but its too early
However any lack of comfort is trumped for some by
wanting to get to the platform in order to be secure of
getting on the train. If passengers know it’s a busy
service they may go to their platform earlier.
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Information and reaction to the new screens

March 2019

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Types of information available
There is a range of different types of train departure information available on
the platforms and in the lounge.

On the platform In the lounge

General Three types of visual information provided

departures Platform specific 1. and 2. is information specific to platforms 13 & 14

Passengers mentioned a lack of information on

the platform about where to wait for each coach
1. New screens 2. Traditional platform13
of trains yet to arrive
and 14 specific boards
Other information includes audio
announcements in the lounge and platform.
Staff are also available on the platform and 3. General departures
(all platforms)
during the middle of the day there was a
member of staff near the lounge.

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Information in the lounge

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New screens add to range of info
New platform specific screens
• Show more upcoming departures from 13/14
• Show recommended instructions for each
• Show expected time of arrival and if there is
a delay (but it’s less clear)
• Visually represent the order they are coming
into the platform
• Don’t show stopping points, only destination
• Less clear how many minutes until a train is
arriving.

Traditional platform specific boards

• State the order of departures (1st, 2nd etc)
• Show how many minutes until a train is due
into the platform
• Give some instructions as to what to do, ie ‘wait in lounge’ (can conflict with new screens)
• Show all the calling points of a train
• Scrolling so not all trains and information visible on the display at one time.

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 Reactions to the new screens
• There was a mix of reactions to the new screens… from excited to annoyed

Most passengers were here…

Very positive Warm, but not Active dislike

Unaware Meh!
and pleased excited

“What an innovation! They don’t This included passengers

even have these in Holland. Very
easy to understand. Great
information for people to have.”
Older, leisure
“I don’t know who thought it
standing in the waiting lounge,
out – its awful – massively
passengers who had passed
over complicated.”
through on the platform and those
Older, leisure
who were regular users of the
platforms

“You can sit and wait don’t “I noticed them, I just don’t
have to be cold on platform.” use them. There is no need
Middle- aged, business for the new screens.”
Middle-aged, business

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How were they unaware?
Passengers sitting or standing metres away from the On the face of it, it seems odd – the screens
new information displays had not always noticed them. are large and bright and different but…

• They are quite static especially compared

Those on platforms also did not always recall them, with the traditional, platform specific boards
despite having passed under them. underneath which scroll with the destinations
• They look very different to the way in which
Why is that? train information is usually conveyed
Because the ‘traditional’ displays remain,
passengers find them and look no further.
Passengers are looking for black boards with
yellow information on them
• The text is smaller compared to the
traditional boards
• There is no signposting telling passengers
that this is departure information
• Some thought that the screens looked like
posters or adverts
• Other observations made were that they
lacked the ‘stand out’ that the yellow text on
black boards have
• Many passengers are not really
“If you are not familiar with the ‘browsing’ for information, they just look
screens you might think it’s a for exactly what they need to know.
poster.”
Middle aged, commuter

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How were they unaware? (2)

Perhaps an
opportunity here to
message on the way
‘check the screens in
the lounge area’

Illuminated posters next

to information screens in
main concourse Travellator up to waiting lounge

These examples show us

how passengers in a hurry
can miss the screens
despite their size and
prominence

Perhaps an
opportunity here
to signpost
‘Departures’

Posters on the way – some are simple View entering View closer to
colours and graphics (like the screens) lounge screens

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Detailed reaction - positive
Some passengers liked the new screens because
they were thought to be modern, new, visual and
different. They liked the symbols.

Observations that that the station was trying something

different.
“Its telling me to wait, now its on Indication of
Those aware that there have been issues with relative position
get ready – I’ll better think about
overcrowding on the platforms thought they might help/ more useful for
going.”
have helped ease congestion. Middle aged, leisure those really
But passengers focused on their own experiences so regular users of
difficult for them to comment on if it had been a success. the platforms
Also difficult to separate out as issues always “I hope it will stop “You can sit comfortably, it
exacerbated when there are cancellations. overcrowding, it can be like will tell you when to go
a scrum.” downstairs.”
Even if used other information as well as the new screen Middle aged, business Middle aged, commuter
they were a good ‘confirmation’ of their decision.

Those who liked them often thought them self “They are airport style “Its self explanatory, they tell
explanatory – they understood the what the aren’t they?” you what you need to do.”
colours meant and what it was trying to do. Younger, business Middle aged, business
Sometimes they thought they were easier to use
than the traditional screens and very clear.

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Detailed reaction - negative
Ability to read information
Text felt to be too small. This comment applied
to passengers viewing from the rear of the
lounge but also those nearer to it. Contrast and
colours not felt to help the stand out of the text.

This was the most common criticism. The

observation was made by those who were older
and younger. They sometimes compared to the
size of text (almost twice the size) and stand out
of the traditional screens, which passengers are
used to.
Different directions
One left to right, one right to left (although only 2
passengers observed this)
Colours
Didn’t like the colours
Didn’t find them intuitive (e.g. blue for ‘stay here’)
Doesn’t ‘stand out’
Not eye catching, despite the colours
Too different
Useful if they had a way to build familiarity, or
perhaps announcements to look at the screens.
“Its like some tennis stats screens I saw in
the summer, its graphic design gone mad!
Its to busy there are too many colours and
the space is too small.”
Younger, leisure

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Detailed reaction - negative
Confusing or not intuitive
This could be both in regards to the way the
information is displayed and also what it is
trying to convey.
Dislike of term ‘get ready’ – what does it mean,
generally slightly ambiguous, almost suggesting
there will be a rush or race to get to the
platform
• No idea how long ‘get ready’ status is for
• Trains on ‘get ready’ could also say ‘wait in
lounge’ underneath on the traditional screen
which seemed to some to be a contradiction
It did take some passengers a while to
digest what the new screens said – they had
to think about it and even then did not notice all
the elements (relative position of trains on the
bottom).
They didn’t always understand what the
different colours meant.
Not adding anything
A sense that the information provided was not
anything new or additional to that given in other
displays, and therefore not useful or needed.
Some felt that the traditional style boards could do
something similar if they were bigger.
“I understand what its trying to do but its
not useful, I don’t need it to tell me, I can
make my own judgement.”
Younger, commuter
Not made a difference
Issues on the platforms are to do with
cancellations/delays.
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Response to the new screens
• Some passengers understood the idea behind the screens
– of helping passengers to avoid going down to platforms “I did look, it said ‘wait here’, but
before they needed to. I came straight down.”
Middle aged, leisure
• Regular passengers that understood how busy they could get
were most likely to ‘get it’.

• Not everyone would initially trust the information on screen – “Before Christmas there were
they would also check the time and make their own judgement cancellations but some people
as to when to WAIT, GET READY or GO TO PLATFORM. were still going down to platforms.”
Younger, leisure
• One passenger sat in lounge and waited because she felt the
instruction suggested she was not allowed to access the
platform at that time.

• Ultimately though, some passengers just like go down to

platforms and some passengers prefer to wait for as long And other passengers are
as possible in the lounge area either for comfort or aware of this
because of being able to best decide how to make their
journey.

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Summary and conclusions
The platforms
• The platforms are not a very comfortable place to wait for a train, they are often crowded, with little
shelter from the elements and limited seating.
• There is some recognition from passengers that the lack of space on the platforms is a constraint,
but more shelter is desired.
• Passengers recognise the shouted instructions from staff about where to stand are intended to
manage crowding and keep them safe, but some say waiting on the platforms can be an ‘edgy’
experience.
• Despite this there are some passengers who will find it difficult to break the habit of ‘getting their
place’ on the platform in order to be amongst the first to get on their train.

The new information screens

• There is something very different about the screens and there is an appreciation by some
passengers of trying something new
• Passengers who regularly use the platforms understand why this system has been put in place –
to try and encourage passengers to stay in the lounge area
• The screens can get missed – because they are so different to normal railway information.
• Text size is an issue – especially compared to the traditional platform screens underneath.
• In general the suggestions of ‘wait’, ‘get ready’ and ‘go’ are seen as a confirmation rather than
adhered to exactly.

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